Tracker develops and supports many of its internal systems and products. The Development Support team works closely with the software / hardware development teams in order to understand and be able to support Tracker’s applications, products and services as it moves into production.  The Development Support team then monitors and provides 3^rd & 4^th line support on the production environment.

·       Investigate Incidents / Tickets logged to the Development Support team regarding data discrepancies, queries and develop temporary workarounds when or where needed

·       Identify recurring issues (issue trends) in order to assist with incident /problem management

·       Identify possible new features for future developments

·       Document and escalate incidents and logging bug fixes to Developers

·       Ensure that all assigned Incidents / Tickets are actioned and cleared daily, updated accurately, reassigned or closed appropriately, and are delivered to business standards within SLA

·       Assist development teams to identify system issue trends and present corrective actions with any eye on reducing Incidents / Tickets and maintenance work

·       Maintain, manage and update technical system documentation

• Troubleshooting Applications and Infrastructure related issues
• SQL query writing for query resolution

·       Perform root cause analysis on Incidents / Tickets

·       Work in close relationship with the software developers, database administrators and other technical teams in resolving issues and support preparation for released software/solutions.

·       Actively drive a culture of positive customer engagements with a view on customer centricity.

·       Share operational knowledge with the Development and 1^st & 2^nd line support teams to enhance supportability and quality of the develop applications.

·       Assist IT infrastructure to effectively monitor applications, system processes and hardware for automated monitoring, failure detection and measuring service delivery and quality levels.

·       Assist with document applications, systems and processes to facilitate knowledge sharing and training into the business and external clients.

·       Identify / Investigate: Identify issue(s) and investigate the root cause(s).

·       Coordinate / Manage: Coordinate and Manage logged defects and support ticket resolution.

·       Monitor / Follow-up: Continuously monitor logged issues and follow-up on support tickets.

·       Measure / Report: Keep track of metrics that matter and continuously report to stakeholders.

·       Share / Learn: Share information while continuously learning.